Qualtrics

FEBRUARY 17, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Get hands on with the technology. 5 experiences that really matter at work. The engagement survey is dead, they said.

Employee Experience 29

Employee Experience Leadership Automotive Employee Engagement 29

CloudCherry

NOVEMBER 11, 2019

According to his Anonymous nominator, Bob “evangelizes, showcases, and educates employees, clients & potential clients about innovations, technologies, and offerings through individual and group presentations,” and our own judges have dubbed him “a protégé” in his program. Now, that’s what we’re talking about!

Leadership 170

Leadership Consulting Video Government 170

Call Experts

MARCH 18, 2021

Many organizations don’t think about attendance tracking technology until it is too late. Because of this, attendance tracking often is disconnected and lacks organization, and organizations experience inefficiencies every day. Save your company time, money, and the hassle of incorrect records while improving employee engagement.

Self Service 75

Self Service Employee Engagement Leadership Case Study 75

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. You must line up the external experience to the internal one.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Beyond Philosophy

MARCH 2, 2018

Amazon has not said whether they will use the technology in their warehouses but stated if they did, they would be used to improve the process for their employees. Since the announcement on February 1st, there has been much speculation about how Amazon would use the data—and more than a few concerns about employee privacy rights.

Government 101

Government Employee Experience Employee Engagement Social Media 101

CSM Magazine

JUNE 14, 2022

Enhanced employee engagement – according to employment giant Michael Page , only 26% of South African employees worked from home before the pandemic but this figure skyrocketed to 79% once lockdowns hit – without diminishing motivation or job satisfaction levels.

Banking 59

Banking Employee Engagement Roadmap Data 59

Maz Iqbal

OCTOBER 10, 2014

As such, the management lesson for brands aspiring to join the top 10 is clear: those responsible for the employee experience need to be fundamental and genuine partners in building customer experiences. Is it enough just to get the marketing, HR operational folks and let them cook up customer and employee experience excellence?

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

Russel Lolacher

AUGUST 1, 2022

So many questions, especially its impact on the employee experience. So I want to get into that, but but I can’t, because I have to ask you another question first, which is, what’s your best or worst employee experience? Oh, accessibility in the workplace. Stephanie Cadieux. Russel Lolacher.

Government 98

Government Culture Employee Experience Video 98

Qualtrics

FEBRUARY 20, 2020

You’ll find it all at X4 – stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping XM professionals reach new heights in employee experience. Get hands on with the technology. Employee engagement in action.

Government 32

Government Employee Experience Leadership Employee Engagement 32

Bold360

MARCH 5, 2020

Our recent CXNext Live guest, Michael Pace , Director of Global Experience at Virgin Pulse, got me thinking about my old professor. Michael makes a very convincing argument for great employee experience preceding all great customer experience. How technology and processes support your talent.

Culture 59

Culture Employee Experience Insurance Government 59

West Monroe

JANUARY 30, 2019

Create a CX Governance. A governing body and process is necessary for providing oversight to the decision-making process, prioritizing and allocating resources, and monitoring customer experience generation and execution. Stay agile with a flexible governance framework. Build a Measurement Framework.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

Qualtrics

NOVEMBER 26, 2019

This will include unsolicited comments by current and ex-employees about their work experiences (good and bad) on social. EX leaders of the future will use passive listening to inform their employee engagement programs. The future of employee experience won’t be siloed within one team. New ways of working.

Employee Experience 49

Employee Experience Employee Engagement Government Data 49

Russel Lolacher

MARCH 22, 2021

You have employee experience superpowers and you may not even know it. And making that extra(ordinary) effort with your colleagues, your coworkers, your employees will only help foster a culture of community and connection (that’s a lot of C-words). Importance of Engagement. I’m a super hero nerd.

Employee Engagement 124

Employee Engagement Engagement Employee Experience Culture 124

Pink Guava

APRIL 26, 2020

The future is either we are working in technology or with technology. Is it the work from home or specific ways like contact less deliveries, operating with new technologies or working to see through innovations? And digitization with the aid of technology will enhance it. And there is no escape from it.

Social Media 84

Social Media Financial Innovation Employee Engagement 84

Qualtrics

DECEMBER 9, 2020

Over the last decade businesses and governments have introduced tools and initiatives that have established customer experience (CX) capabilities within their organization, such as voice of the customer programs and journey mapping. Singtel: Making the new normal the new better in employee experience.

Competitive Advantage 32

Competitive Advantage Brands Government Financial 32

ReviewTrackers

MAY 8, 2017

20:20 Customer Experience Summit by Marketforce gathers 250+ senior CX professionals from across a huge variety of industries, including retail, transport, financial services, media, telecoms, utilities, and more. Interactive Customer Experience (ICX) Summit. Where: London, UK. When: June 5 to 7, 2017. Where: Dallas, TX.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Qualtrics

MARCH 19, 2019

Collecting customer feedback has become a bigger imperative than ever before for federal government agencies. Unfortunately, for federal government agencies, even with Congress, OMB, and the GAO and IGs all calling for agencies to collect more feedback, it’s not necessarily that simple. Governance: get control, improve data quality.

Feedback 22

Feedback Government Survey Data 22

SurveySparrow

JANUARY 7, 2021

Before the crisis, most SMBs weren’t much aware of the term called employee experience and its impact on customer engagement. Building an engaged customer base requires internal effort. No matter what happened in the past, the post-Covid world will see a significant change in customer engagement.

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

Qualtrics

MAY 20, 2019

They needed a better way to measure the experiences of airmen and their families, including more creative ways to hear from difficult-to-reach populations on base. Collecting feedback via Qualtrics’ secure, FedRAMP authorized Experience Management Platform is a decision that can support you in your quest. Want expert help?

Data 24

Data Multi-Channel Government Leadership 24

Russel Lolacher

NOVEMBER 28, 2022

A few reasons why he is awesome – He’s a speaker and writer on engagement, and the Police Chief of the Mountain View Police Department, rising through their ranks over the last 20 years. A frequent speaker and writer on engagement. . Technology? Connect with, and learn more about, Chris on his platforms: . Chris Hsiung.

Culture 98

Culture Connections Leadership Communication 98

SurveySparrow

OCTOBER 19, 2020

It hosts different types of templates, including customer satisfaction, customer loyalty, event surveys, market research, opinion polls, concept testing, employee engagement, etc. . In March 2020, Qualtrics’ CoreXM platform was named a 2020 gold winner by the Edison Awards in the Applied Technology category.

Comparison 59

Comparison Omni-Channel Survey Software 59

Russel Lolacher

JANUARY 8, 2022

What is plain language do you feel is the role in employee engagement? How is plain language, a part of that employee engagement workplace culture sphere? So if you think about a government agency, some of them have Very unclean cultures, and you just start to write in the way the other people around you, right?

Culture 45

Culture Employee Engagement Communication Engagement 45

Kustomer

SEPTEMBER 17, 2020

As a true expert in the field, her insights on customer and employee engagement are sure to help businesses improve their customer service experience. We think about employee experience, we think about customer experience, what is wrong with the way we are currently thinking about customer experience today?

Wait Times 52

Wait Times Net Promoter Score Hospitality Customers 52

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Adrian Swinscoe

NOVEMBER 9, 2023

Today’s interview is with Juliette Powell and Art Kleiner. Juliette is an author, entrepreneur, technologist, and strategist, who works at the intersection of culture, data science, […] The post How to safely realise the enormous potential of Al – Interview with Juliette Powell and Art Kleiner first appeared on Adrian Swinscoe.

How To 40

How To Culture Data Government 40

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Barry Dalton. Bruce Temkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Barry Dalton. Bruce Temkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. So the work that’s going to be left to do in this post technological disruption world will be profoundly human.

Leadership 98

Leadership Government Employee Experience Innovation 98

RapportBoost

DECEMBER 10, 2018

Optimization of this knowledge can be accelerated by leveraging artificial intelligence , and employee engagement is a powerful force that can be used to drive customer engagement. I think it might be interesting to me, talking about employee engagement a little bit. Are they out on the road? Are they like me?

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Qualtrics

FEBRUARY 17, 2020

You’ll find it all at X4 - stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping Experience Management professionals reach new heights in customer , product , brand , and employee experience. Get hands on with the technology.

Government 34

Government Leadership Employee Experience Automotive 34

Russel Lolacher

OCTOBER 16, 2022

I am going to ask you the same question I asked all my guests, which is, of course, what is the best or worst employee experience you’ve ever had? I’d say the best the best employee experience I ever had, was working at the Victoria Film Festival. Mike, I am not going to treat you any special. Mike Vardy.

Management 98

Management Leadership Communication Government 98

SuiteCX

DECEMBER 22, 2015

We will start to better define “Customer Experience” One of the things that happens when a trend is spotted or a market starts to heat up, is that everyone jumps on that term to talk about something that may or may not be actually related to it. Customer Experience will expand to focus on employee engagement.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

SurveySparrow

JANUARY 2, 2021

Keeping things like employee engagement, employee satisfaction, employee happiness, and workplace happiness as a priority will ensure that you will achieve all of them. Businesses should understand why they need to provide a top-notch workplace for its employees. Workplace trend #3. Diversity is encouraged more.

Trends 90

Trends Communication Innovation Technology 90

ClearAction

NOVEMBER 4, 2020

The human-to-human (H2H) emphasis of brands in the early days of stay-at-home was overdue: “Prior to the pandemic, PwC’s customer intelligence series found that 59% of people believe that companies have lost touch with the human element by focusing too much on technology.” How is H2H embedded in your firm’s practices?

Customer Experience 77

Customer Experience Effort Score Wireless Policies 77

Qualtrics

JUNE 26, 2020

Koç Holding continued operations at its refinery, bank, and food companies due to government regulations. To understand how this sudden change would impact their employees’ daily lives, they needed a new tool. And they became members of the Koç Holding Employee Experience Squad Team as they created their own squads in the subsidiaries.

Sports 46

Sports Hospitality Loyalty Programs e-support 46

ClearAction

APRIL 18, 2015

Part 2 of this article revisits a #CXO chat on twitter where ideas were discussed on how HR can expand value to the company’s CX goals by facilitating knowledge management, employee engagement, and cross-functional collaboration. Data insights can help maximize ROI of the work done by HR and employees collectively.

Resources 48

Resources Customer Experience Employee Engagement Social Media 48

Maz Iqbal

OCTOBER 9, 2014

Here is Nunwood’s take on the situation (bolding is my work): The financial services sector sees the largest improvement in performance … This is in no small part due to the burning platform created by the government, media and regulators. Not technology! Technology can enable or hinder the customer experience.

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89